Frequent packet loss

I've ran ping tests to both my local modem/router and public DNS (ex. 1.1.1.1 & 8.8.8.8) and have found that my connection to my local modem/router is fine during several tests, but tests with public DNS has picked up ~10% loss on 100 packet tests.

How do i request Comcast to physically come out to inspect infrastructure near or around my service area to confirm network connection disruption?

C:\Users\kfabian>ping -n 100 1.1.1.1

Pinging 1.1.1.1 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=2247ms TTL=57
Reply from 1.1.1.1: bytes=32 time=105ms TTL=57
Reply from 1.1.1.1: bytes=32 time=29ms TTL=57
Reply from 1.1.1.1: bytes=32 time=43ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=33ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=23ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=21ms TTL=57
Reply from 1.1.1.1: bytes=32 time=26ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=15ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=23ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Reply from 1.1.1.1: bytes=32 time=25ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=32ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=23ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=27ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Reply from 1.1.1.1: bytes=32 time=26ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=34ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=23ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=21ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Reply from 1.1.1.1: bytes=32 time=26ms TTL=57
Reply from 1.1.1.1: bytes=32 time=20ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=781ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=18ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=19ms TTL=57

Ping statistics for 1.1.1.1:
Packets: Sent = 100, Received = 91, Lost = 9 (9% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 2247ms, Average = 53ms

Responses

XfinityThomasB

Official Employee

•

1.8K Messages

16 days ago

Howdy kjf138

That type of investigation would always being at the location, and then expand outward. We can first explore the device diagnostics and node transmission history from a remote position. Once we confirm those specifics, we can then check to see about the ability to reprovision the device and go from there. Are you using an xFi gateway or your own modem/router hardware?

kjf138

3 Messages

Hi Thomas,

Thanks for following up. I was informed that there were multiple outages in my local area with Comcast bucket/work trucks on the case through the last few days. Neighborhood groups and businesses have confirmed that they've experienced issues similar to mine. As of last night, I believe the issue has been resolved and packet loss is now 0% to public DNS. Streams/Zoom calls are all performing without interruption. I will confirm with neighbors and surrounding businesses that all is well. To answer your question, I'm using my own hardware.

I will be following up with billing to request outage refunds due to the massive inconvenience this has caused me and my family. I work from home, so productivity has taken a hit and am sick of my clothes smelling like coffee shops.

16 days ago

XfinityThomasB

Official Employee

•

1.8K Messages

Appreciate the details kjf138, you can actually request that credit right through our downtime credit request page. No need to touch base with anyone which is really cool. But overall, our team is a corporate based group, anything you might need, we can easily handle, our team is like a Swiss army knife for all things Xfinity, 😀👍 we are the best, not trying to toot our own horn.

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16 days ago

Your Home Network

kjf138

Frequent packet loss

XfinityThomasB

kjf138

XfinityThomasB

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